Basic principle
You are our customer and we want that to be a long term relationship. We hope that refunds will not be required but we accept that sometimes they are. Hopefully we have specified a set of principles which set out your rights and are fair to both you and the Company. We welcome any suggestions or comments you may have, please pass them on to Customer Service.

Flexibility
Our Refund Policies whilst comprehensive and built on solid foundations are not inflexible. Should you feel that you have an issue which is not covered please contact Customer Service and we will try to accommodate you our customer as best we can.

Credit Card Fraud
We are committed to preventing Credit Card Fraud and take the matter seriously. If an order has been placed using your Card without your permission then a crime has been committed. These crimes will be investigated and we will pass on information to both domestic and international law enforcement agencies. If you think your card has been used without your permission you must contact your Card Issuer immediately. They will investigate the matter and refund the transaction direct to your Card if a fraud has been committed. In this instance we may contact you as a crime has been committed against both you and us and we will want to prosecute the offender.

Sadly there are instances where a Credit Card Fraud is claimed but upon investigation by both the Card Issuer, our Merchant Service provider and ourselves proves to be an attempt to defraud our company. This is an issue we take very seriously and will result in action by both domestic and international law enforcement agencies where relevant.

Trading Standards
We have customers in over 100 countries. Trading Standards regulations in those countries vary and we accept we can not possibly be aware of all the differences between the regulations which apply. Therefore if you feel you are entitled to a refund under local Trading Standards regulations we may honour your claim provided that you provide the text from a document (email, fax, website) relating to the regulation. If the document is not in English we will translate it.

Condition of Product
We want the product you receive from us to be in the same condition as when it left our premises and we take measures to ensure this. If it is damaged we will resend it free of charge. When we receive your damaged goods back we will refund the original delivery charge and your cost of returning the product provided it is reasonable.

Our Products purchased from 3rd parties
Where our products or services are acquired from a 3rd party you must contact them regarding refunds. Should they no longer be in business or refuse to help please contact our customer service and we will see if we can help.

Software
Generally our software products are available in free evaluation form. We encourage you to try our products before buying them. Where a Software product has been supplied additional conditions apply.

Support charges
Support charges are not refundable irrespective of whether we have resolved the issue or not.

Failure to Deliver
If we fail to deliver a product or service within the period we specified at the time of order we will issue a refund for the delivery charge.

Should you not receive the product or service at all we will issue a full refund or fulfil the order with a refund for the delivery charge at your request.

Method, Timing and Currency of Refund

Authorisation
We will not authorise any refunds until the above conditions have been met. All returned product must be accompanied by a Returns number written on the packaging which we will issue. If it is not we will neither issue a refund, process it or attempt to contact the sender. It is up to you to initiate our Returns/Refund procedure and we offer no guarantees regarding the storage or management of unauthorised returns.

Price changes
You will be refunded the same value as the original order.

Exclusions
Sometimes irrespective of how hard we try it is not possible to meet the above principles. We reserve the right to vary any of the above statements at our discretion.